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User experience services for a Norwegian communication software provider
Within the years of digitalisation, the need for user experience (UX)rather moved from ‘the hype’ to a ‘foundation’ of any digital solution.
As customer expectations evolve towards seamless experiences across various digital channels, businesses react accordingly. Therefore, we are happy to share a case study delving into the UX journey of Omnicus, a Norwegian communication software provider.
This case study outlines the client’s initial requirements, our collaborative approach, the project process, and current outcomes.
Situation
Omnicus is a Norwegian communication software provider that empowers businesses to facilitate communication across various channels – including phone, email, live chat, SMS, and social media – to enhance sales and fuel expansion.
Given the diverse products and services Omnicus offers, they encountered the need to simplify and enhance the current user experience for their customers. This is why they sought a reliable partner to create and implement their UX strategy, including the uplift of Omnicus UX/UI design.
After reviewing a demo of project tasks from several vendors, Omnicus chose to collaborate with Baltic Amadeus, which conducted a thorough situation analysis and proposed a unique design solution.
Solution
Initially, we conducted workshops to assess the client’s current UX landscape across various design considerations. Our team proceeded to analyse the existing product’s UX, functionality, and competitors’ offerings.
After analysing the assessment results, we moved to the planning and implementation part. This consisted of continuous UX/UI consulting, UX/UI design and preparing interactive prototypes for potential customer demonstrations. All provided UX/UI design decisions follow Design Thinking, human-centred design principles, core UX methodologies and the WCAG international standard.
Furthermore, we introduced new ways of working to address additional client requirements. As a result, the project team was joined by a senior business analyst to strategise product documentation and implementation. Additionally, a senior developer joined the team to oversee frontend development using React, Tailwind, and Storybook.
Added value
The set of completed tasks has already created several benefits for the client. Firstly, the executed UX assessments provided clear insights for crafting a tailored UX strategy, leading to more effective outcomes aligned with the client’s needs.
In the UX/UI design phase, we fostered collaboration by visualising and testing potential solutions iteratively, resulting in refined and user-centred designs. Additionally, our continuous UX/UI consulting ensures that design decisions are well-informed and optimised for success. We also offered knowledge-sharing sessions and established a knowledge database so that everybody in the company knows the reasoning behind design decisions.
Lastly, ongoing frontend development sets a functional user interface that covers accessibility, usability and intuitive design. This ensures an easy-to-use user experience and enables customers to use Omnicus services in the most efficient way.
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